Senior Executive Quality Assurance - Cinnamon Hotels & Resorts Colombo

About the job

Senior Executive, Quality Assurance:

We currently have an exciting opportunity for a Senior Executive, Quality Assurance, to join Cinnamon Hotels & Resorts. Cinnamon Hotels & Resorts is Sri Lanka's largest Hotel owner, with a portfolio of 17 Hotels and Resorts in both Sri Lanka and the Maldives. Cinnamon Hotels & Resorts is a member of John Keells Holdings PLC, one of the largest listed Conglomerates in Sri Lanka.

About the Role:

The Executive, Brand Quality Assurance, will be responsible for supporting the Manager in upholding and enhancing brand standards across all Hotels and the Head Office. You will ensure consistent guest experience delivery, operational excellence, and compliance with brand guidelines. The role includes developing and implementing quality assurance programs, conducting regular audits, analyzing performance data, and providing recommendations for continuous improvement to achieve brand quality objectives.

Responsibilities:

• Assist in the development and refinement of comprehensive brand standards.
• Monitor guest feedback to identify trends, pain points, and areas of excellence related to brand quality.
• Analyze key performance indicators (KPIs) related to guest satisfaction, service delivery, and operational efficiency.
• Benchmark performance against industry best practices and competitor standards.
• Utilize data to identify root causes of quality issues and propose solutions.
• Research industry trends, emerging technologies, and best practices in hospitality quality assurance.
• Propose innovative solutions and strategies to enhance guest experience and operational efficiency while maintaining brand integrity.
• Plan, schedule, and conduct regular on-site and remote brand quality audits across all managed properties, ensuring objectivity and consistency.
• Evaluate adherence to brand standards, operational procedures, and guest service protocols.
• Identify areas of non-compliance, operational inefficiencies, and opportunities for improvement.
• Prepare detailed audit reports with findings, observations, and actionable recommendations.
• Present regular reports on brand quality performance, audit findings, and improvement initiatives to senior management.
• Maintain accurate records of all audits, action plans, and follow-up activities.

Qualifications:

• Bachelor’s degree in hospitality management, Business Administration, or related field.
• Minimum of 2-3 years of progressive experience in hotel operations, quality assurance, or a similar role within the hospitality industry.
• Excellent analytical and problem-solving skills, with the ability to interpret data and draw actionable conclusions.
• Exceptional attention to detail and a keen eye for consistency.
• Strong communication (written and verbal) and interpersonal skills, with the ability to influence and collaborate at all levels.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to travel frequently to various hotel properties.
• Proactive, self-motivated, and able to work independently as well as part of a team.

If you're passionate about delivering unparalleled guest experiences and thrive in a creative, collaborative environment, we invite you to explore a career with us. Click to Apply and set off on a journey where your passion goes hand in hand with excellence.